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Have questions about baggage compensation? Ask an exAir France/KLM compensation agent

Have questions about baggage compensation? Ask an exAir France/KLM compensation agent

Old Dec 14, 2016, 3:01 pm
  #46  
 
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Originally Posted by amenas
Indeed 3 holes on a back side are almost evenly spaced and in a line, so it could be some kind of structure, but spikes should be long, very strong and thin. No such structure comes to my mind. I doubt it is possible to stab this way with a screwdriver (it wouldn't come through all these layers), you need something like awl.

It was impossible to notice such damage at the airport. I noticed just completely ripped plastic packing (back pack was packed to the plastic bag in Asuncion at the check-in desk), some scratches and few tiny material irregularities, looked a bit like some thread was puled (these were front/lateral holes). My first thought about these tiny material damages was that it could happen during transportation or anywhere else (e.g. trekking in a forest).

I have noticed all damages just at home, then unpacked everything. At first I noticed just one hole in a jacket and started thinking how and where this could happen on a new jacket. Later checked everything and found every item to be with tiny holes. Rolled back jackets and holes were in line, so it became 100% clear they were made while jackets were rolled (and they were rolled just during this trip while in a back pack). Lastly inspected backpack and found entrance holes. I had no travel insurance.

So you didn't notice the damage until you arrived home and started unpacking? This means the damage could have occurred somewhere between the airport and your home?
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Old Dec 14, 2016, 3:30 pm
  #47  
 
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Originally Posted by HalconBCN
So you didn't notice the damage until you arrived home and started unpacking? This means the damage could have occurred somewhere between the airport and your home?
Sure I did not. Do you unpack all your stuff at the airports and check every peace if your luggage looks more or less okey? So you suggesting someone stabbed my back pack while I was carrying it on my back on my way home and I haven't noticed? Seems you like jokes. Just the only question how those 3 holes at the back side of back pack appeared?
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Old Jan 18, 2017, 6:42 am
  #48  
 
Join Date: Dec 2016
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Maybe someone has a samples of irreparability certificate for clothing? Please share.
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Old Jan 25, 2017, 2:59 am
  #49  
 
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In your case you need something in writing from a specialist store, official letterhead etc. It needs to refer to the damaged items and confirm they are "damaged beyond repair"; that's about it. I don't think there is a special template for it.
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Old Mar 17, 2017, 4:44 am
  #50  
 
Join Date: Feb 2017
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Brussels Air Dilemma

Hey great thread for the baggage compensation thread,I would appreciate it if you could give me some advice on how to go about my current situation.

I flew with brussels air from the UK to Milan(my final destination was Nigeria) to get on a connecting flight with a different airline.

When i got to milan my luggage was missing, was told by lost and found that it was left behind. This whole delay cause me to miss my connection, meaning i had to buy a new ticket for the next available flight which was 2 days later. I had to stay in hotels the next two days.

I have been going through and email back and forth with brussels air and they eventually they sent me this:
"I understand how difficult the situation must have been for you and I truly apologize for this.

If a passengers luggage is delayed in arriving in a country in which they do not reside, we will of course take responsibility and reimburse the direct costs of urgent purchases. We will offer this assistance for delays of longer than 24 hours and only upon presentation of proof of purchase.

In view of the above, I am normally unable to respond favourably to your claim for reimbursement. However, given the circumstances of your journey I am willing to make an exceptional goodwill gesture and offer 91.00 GBP

This amount will be transferred to your bank account in the next coming weeks.

I hope that this compensation is in line with your expectations.

I apologize again for any inconvenience caused, and hope we can retain your confidence in us."

I find this appalling because i kept all receipts for the new flight, accommodation and feeding which they have seemed to disregard.

Any advice on how i should proceed?

Thanks in Advance
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Old Mar 20, 2017, 6:59 pm
  #51  
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Originally Posted by danakyel
Hey great thread for the baggage compensation thread,I would appreciate it if you could give me some advice on how to go about my current situation.

I flew with brussels air from the UK to Milan(my final destination was Nigeria) to get on a connecting flight with a different airline.

When i got to milan my luggage was missing, was told by lost and found that it was left behind. This whole delay cause me to miss my connection, meaning i had to buy a new ticket for the next available flight which was 2 days later. I had to stay in hotels the next two days.

I have been going through and email back and forth with brussels air and they eventually they sent me this:
"I understand how difficult the situation must have been for you and I truly apologize for this.

If a passenger’s luggage is delayed in arriving in a country in which they do not reside, we will of course take responsibility and reimburse the direct costs of urgent purchases. We will offer this assistance for delays of longer than 24 hours and only upon presentation of proof of purchase.

In view of the above, I am normally unable to respond favourably to your claim for reimbursement. However, given the circumstances of your journey I am willing to make an exceptional goodwill gesture and offer 91.00 GBP

This amount will be transferred to your bank account in the next coming weeks.

I hope that this compensation is in line with your expectations.

I apologize again for any inconvenience caused, and hope we can retain your confidence in us."

I find this appalling because i kept all receipts for the new flight, accommodation and feeding which they have seemed to disregard.

Any advice on how i should proceed?

Thanks in Advance
this is the Air France/KLM forum, so I don't know why you are posting here. You'd better post in the "other European airlines" forum where you could find people more familiar with SN ops. This being said, I fully sympathize with your situation but you took risks by travelling on separate tickets and you have to assume them when things are turning wrong. Your contract with SN was until Milan so they have no responsibility for you missing your flight to Nigeria. They made a (small) gesture and I think you should live (and cry) with that.

Last edited by Goldorak; Mar 21, 2017 at 6:23 am
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Old Mar 20, 2017, 7:11 pm
  #52  
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Originally Posted by Goldorak
this is the Air France/KLM forum, so I don't know why you are posting here. You'd better post in the "other European airlines" forum where you could find people more familiar with SN ops.
The right forum for SN Brussels would be the Lufthansa et al Miles and More Forum rather than the other European airlines forum (SN belongs to the LH group of airlines).
This being said, I fully sympathize with your situation but you took risks by travelling on separate tickets and you have to assumpme them when things are turning wrong. Your contract with SN was until Milan so they have no responsibility for you missing your flight to Nigeria. They made a (small) gesture and I think you should live (and cry) with that.
I am not clear whether the missing of the flight was due to the delay resulting in doing the paperwork of from the OP waiting in the hope that his luggage would arrive. If the latter, the OP should have got onto the next flight and the airline would have sent the luggage to Nigeria if needed.
If the former, then the OP had to sort out the paperwork in MIL but, if so, this would suggest that probably not enough time was left to allow for contigencies such as delays, etc...
Either way, Goldorak is right that SN probably does not have any obligation to pay for the onward ticket: this is a risk you take by booking flights separately: if you do it, you really need to factor in ample time between flights to plan for potential contingencies such as this or have a plan B in place in case the connection is missed.
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Old Mar 20, 2017, 7:22 pm
  #53  
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Originally Posted by NickB
The right forum for SN Brussels would be the Lufthansa et al Miles and More Forum rather than the other European airlines forum (SN belongs to the LH group of airlines)
Correct, sorry.
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Old Mar 20, 2017, 8:52 pm
  #54  
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Originally Posted by Goldorak
this is the Air France/KLM forum, so I don't know why you are posting here. You'd better post in the "other European airlines" forum where you could find people more familiar with SN ops. This being said, I fully sympathize with your situation but you took risks by travelling on separate tickets and you have to assumpme them when things are turning wrong. Your contract with SN was until Milan so they have no responsibility for you missing your flight to Nigeria. They made a (small) gesture and I think you should live (and cry) with that.
Fully agreed on all points.
I assume that you argued with SN in Milan that they should forward your bag to your final destination. If you show the ticket of your connecting flight, they should be able to do it. I have seen a couple of examples when another airline did it when the next ticket was a straightforward one. ut maybe it took to long to process paperwork and you missed your next flight as NickB suggest.

SN could pay your for essential purchases (as they mention), but there is no way they should pay you for hotel and food.
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Old Jan 21, 2018, 4:31 am
  #55  
 
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Klm or United?

Hi I flew ti the US via Amsterdam on Thursday and during all the storm chaos missed my connection and got rerouted. Originally my flights were all KLM but then KLM ended up putting me on a United flight for my last leg which was a domestic US flight. Slight further complication - my final destination ended up being a different but nearby airport to the one my original ticket was supposed to get me to just due to flight availabilities. I am flying blue platinum with KLM but have no status on united.

it has been 3 days now and my checked baggage has not shown up. I have a united case number and whenever I check it says tracing in progress. I haven't spoken to KLM reps just United.

My question is - who should I go through to get compensation for my interim expenses and possible lost luggage compensation? Should I stick with United even though I have no status or should I try to get KLM to help me as I bought my ticket through then and have platinum status? I find United very difficult to communicate with but don't want to complicate things by getting KLM involved if I shouldn't. Thank you for any advice you can offer.
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Old Jan 27, 2018, 8:48 am
  #56  
 
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Originally Posted by oilfighter
Sorry to revive an old thread, but I'm having issues dealing with KLM.

Our bag was delayed for a few days, so we were forced to buy some necessities and file a claim. Our claim was accepted, but we were given 2 options. Either take the full claim (around 500EUR) in KLM travel vouchers or 1/2 of the amount (250EUR) in cash.

Is this normal? We don't normally fly KLM, so the travel vouchers won't be of use to us. Also, if the claim was accepted and deemed valid, shouldn't the full claim be repaid in cash?
Had a similar baggage delay with KLM, but my claim of slightly over 300EUR was paid in cash without voucher option. I guess 500 may be above their cash comfort zone? I had attached receipts to my claim though.
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Old Jan 31, 2018, 10:58 pm
  #57  
 
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Nice information shared . . . .
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Old Feb 1, 2018, 10:44 pm
  #58  
 
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Just arrived in Osaka from Edinburgh via Amsterdam with KLM. As soon as I got off the plane I was informed my snowboard bag (informed snowboard, boots, bindings etc) was delayed, although my main clothing bag was not.

Would KLM compensate me if I purchased new snowboard boots and hired a board? I don't mind hiring a board but I don't like the idea of hiring boots.

if guess cost would be in the 300-400 euro range.

I suspect the bag will arrive 24-48hrs late.
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Old Mar 20, 2019, 9:49 am
  #59  
 
Join Date: Feb 2018
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I had a very tight CDG connection but was forced to put my bag in the hold because of a full flight (when on the plane there would have been plenty of space for my bag and quite a few more!) Obviously my bag was delayed and arrived back 2 days later but there are substantial rips on the bag and the wheels seem to have been damaged, sometimes stopping and generally making a lot of noise when wheeling. It's not a very old Samsonite so its not really the build quality...

I know it's not as bad as others have experienced but do you think I can ask for a repair of the bag or even some FB miles as a gesture of goodwill?
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Old Mar 20, 2019, 12:59 pm
  #60  
 
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Originally Posted by ManuG14
I know it's not as bad as others have experienced but do you think I can ask for a repair of the bag or even some FB miles as a gesture of goodwill?
Whether you get miles will probably be down to luck but you can get you bag repaired. One of our bags lost a wheel recently so we filed a damage report before leaving the airport and got a list of addresses where we could take the bag.

The shop wanted to see the damage report, boarding pass, baggage identification tag and purchase receipt of the bag. We didn't have a receipt but it wasn't a problem as it was from a known brand so the shop knew its value. Besides, it could be repaired. For bags that cannot be repaired you get at between 50%-100% of the bag's purchase value towards the purchase of a new bag. No cash.

We got the bag back after about a month.
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